Saija

I presume you're in England (the law is different in Scotland and the US). Although the insurance company has given an undertaking, this is not a contract so they are not bound by it. However, the Financial Markets and Services Act requires insurance companies to treat their customers fairly and you have grounds for complaint.I suggest you write to them pointing out what has happened. That way, it will be dealt with by the insurance company and not by someone in a call centre on a different continent.